LivePerson, a provider of digital engagement solutions, today announced the results of its second annual Connecting with Customers research, a comprehensive global study examining trends in online behavior and consumer expectations. The survey revealed that 69% of consumers are more likely to be loyal to a brand that provides live, human assistance at critical moments, and 82% indicate their perception of a brand improves when live chat is available.
Most significantly, the research shows the window to win or lose brand loyalty is a mere 76 seconds. Consumers expect access to real-time help within 76 seconds, and if they don't get it, they choose the slower, more frustrating option of email or abandon the site entirely, according to the research....
Via Jeff Domansky, Os Ishmael
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The survey revealed that 69% of consumers are more likely to be loyal to a brand that provides live, human assistance at critical moments, and 82% indicate their perception of a brand improves when live chat is available.
The digital era is massively de-personalizing, so anytime brands can engage their customers with a more personalized, human touch, it makes a meaningful difference,"
76 seconds!